Customers have a right to return items purchased from Pacco Pet online store within 30 days from the delivery. To proceed with the return, the customer should provide Pacco Pet Store with notice by email to contact@paccopet.com within these 30 days, along with the order details (the order number and the delivery date).
Returns requirements
- the products must not be opened, damaged and in condition suggesting their use
- items returned must be protected in their original package or equivalent
- in any event damaged, or used items, we will not refund the customer
- customers are responsible for the costs of returning the items to Pacco Pet
- items sent back to us without first requesting a return will not be accepted
- unfortunately, we cannot accept returns on sale items or gift cards
- upon safe receipt of your package, we will contact the customer in order to proceed with the refund related to the concerned product
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, as the product is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at contact@paccopet.com.
Step by step to return a product to us
- within 30 days from the delivery date, please contact us at contact@paccopet.com saying the reason of you are returning the product back to us
- pack the product in their original package
- add the receipt or proof of purchase inside the package
- address your package in attention to Pacco Pet Store at: 22, Avenue Docteur Klein, L5630 Mondorf-les-Bains, Luxembourg
- if your return is accepted, we will send you a return shipping label
Final information
All packages are sent with a tracking number. Tracking information is sent to the email address provided at checkout. If your tracking information indicates that your package was delivered but you never received it, please contact your local postal carrier. We are not responsible for providing refunds if your tracking information indicates that your package was delivered.
Pacco Pet Team :)